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GENERAL FAQS

We understand that you may have expectations regarding the delivery of your order.

For greater transparency, delivery times are clearly explained throughout our site. In general, delivery will take between 5 and 16 working days with the primary objective of delivering to you within 9 working days once your order is shipped (24 hours).

Please do not overly solicit our customer service on this matter, as once shipped, we no longer have any impact on its progress.

There are two scenarios:

Either you have informed your phone number when you ordered, it is therefore normal that you have not received an email if we do not have it.
Either you have informed your mail when you ordered in this case: we confirm that you have received it, we ask you to look carefully in each category of your mailbox because it is possible that our confirmation email ends up in your Junk emails, Promotions or Networks, and this happens in 99% of cases when we receive this question.

Once your order has been processed if this is the case (24 to 72 hours after your order)

We confirm that you will receive the shipping confirmation email, just like the order confirmation email. We ask you to look carefully in each category of your mailbox because it is possible that our confirmation email ends up in your Junk emails, Promotions, or Networks, and this happens in 99% of cases when we receive this question.

To place an order, simply browse our website, select the products you want, and add them to your cart. Once you're ready, proceed to checkout, provide your shipping details, and complete the payment process.

Once your order has been confirmed, we will begin processing it immediately. Unfortunately, we are unable to change or cancel orders once they have been confirmed. However, if your order has not yet been processed, please contact us immediately to discuss any changes within 48 hours.

If you receive a damaged or incorrect item, please contact our customer support team immediately. We will arrange for a replacement or refund as per ourReturn & Refund Policy.

If your order tracking number is faulty, please note that currently around 5% of tracking numbers are experiencing problems.

However, this in no way affects the delivery time of your order. In reality, this usually indicates that your order has already been shipped.

We would like to inform you that the tracking of your package will only be updated when it has arrived in US. This is a normal situation and should not be a cause for concern.

Before 45 days, no refund procedure is initiated due to possible delays beyond our control. After this period, an in-depth investigation is opened within the following 3 days. In the event of a positive response, the refund is issued immediately and takes between 2 and 5 days. If the answer is negative, it must be an error on your part, wrong address, lie after verification of the tracking, fraud. Thank you for your understanding.

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SPECIFIC QUESTIONS

We naturally use Stripe, your security is our priority. We use AES-256 encryption to ensure the confidentiality of your information. You can make your purchases in complete security.

We apologize for any potential delays to your order. We recognize that international shipping may sometimes be delayed due to customs formalities. (no additional costs)

To view the status of your order, we invite you to use the tracking number that was sent to you by email upon shipping confirmation. This number allows you to locate your package and check its current status.

If you are having difficulty tracking your order or would like additional information, please do not hesitate to contact our customer service at contact@velariscity.com

Our team is available to assist you and answer all your questions.

We use Yunexpress, USPS, DPD (DE), and DHL,... as carriers for our deliveries. It is important to note that the tracking of your package will only be updated once it is in the destination country. Don't panic, it's normal. We thank you for your understanding and are here for any additional questions.

During the payment process on our site, simply enter the unique gift card code in the dedicated"Code and Gift Card"field to automatically apply the discount to your order.

No, no tax will ever be asked upon arrival. Everything is sorted out by us in advance.

Our products are sent individually depending on the items in your order. If your order includes items from two separate warehouses, you will receive two separate shipments, each with its own tracking number. It is therefore likely that the rest of your order will reach you shortly.

If you receive a damaged item, although this is extremely rare, we are fully committed to remedying these situations promptly. Here are the steps to follow:

1. Take a clear photo of the damaged item.
2. Send us this photo to the email address:contact@velariscity.com
3. Our teams will review your case and take the necessary steps to send you a replacement item or refund as soon as possible.
Your satisfaction is our top priority.

For any refund request, we are at your disposal to guide you through the necessary steps. Here are the conditions to be respected:

1. Deadline for Reimbursement: You have up to 14 days after receipt of your order to request a refund. It is crucial to inform us within this deadline in order to facilitate the processing of your request.

2. Product Conditions: To be eligible for reimbursement, your product must:
+ Not having been purchased on sale.
+ Be returned in its original condition, with all labels and packaging unaltered.

We invite you to consult our refund policy on our site for all additional information on the procedures and conditions.